呼叫中心决策支持系统设计与实现

发布时间：2018-03-11 16:50

本文选题：CRM　切入点：IVR　出处：《复旦大学》2013年硕士论文　论文类型：学位论文

【摘要】：随着企业的发展,以及业务的积累,越来越多的企业意识到了呼叫中心的作用,通过建立呼叫中心的平台,建设企业的CRM系统。搭建客户与企业的沟通桥梁,真实的帮助企业与客户直接的沟通。呼叫中心的决策支持系统,能够反映呼叫中心的真实工作状态,从电话进入IVR,到CTI,到坐席的人员的接听,最后通过CRM系统进行维护企业与客户的关系。通过这些数据,可以让管理人员掌握系统的运行状态,实现对于人员的增补,系统线路的修改,为企业提供相应的决策数据,提高坐席的业务水平。呼叫中心慢慢从传统的模拟信号朝IP的发展,而思科的平台正是基于IP实现的,我们通过思科的平台来实现报表的设计与功能,从而帮助客户优化管理,提供定制化的报表服务。通过数据分析,数据挖掘,形成相应的报表,帮助呼叫中心管理人员进行决策与判断。从而帮助企业高层人员制定相应的战略决策,帮助企业可持续性的发展。本文讨论了呼叫中心决策支持系统的主要功能模块,并详细说明用以数据分析为目的的信息系统结构,并且采用数据挖掘技术实现了呼叫中心数据分析以辅助管理人员决策,主要工作包括：首先,分析了呼叫中心的每日数据的新特征,并且在此基础上分析了IVR流程,以及客服人员的维护业务流程,阐述了呼叫中心决策支持信息系统的主要功能模块。第二,采用数据挖掘技术,设计了呼叫详情数据分析模型,并在此基础上提供了一个支持呼叫中心管理人员辅助呼叫中心业务决策的例子。最后,实现了可扩展的呼叫中心报表信息系统,包括每日报表模块,专家问题库模块,CRM模块,CTI模块,共享数据接口模块。通过结合呼叫中心业务信息系统管理的特征对各个系统模块和应用的讨论,构建出较完整的呼叫中心决策支持系统,这对提高企业核心竞争力都有着重要的意义。
[Abstract]:With the development of enterprises and the accumulation of business, more and more enterprises realize the role of call center. By establishing the platform of call center, the CRM system of enterprise is built. Truly help the business to communicate directly with customers. The decision support system of the call center can reflect the true working state of the call center, from the telephone to the IVR, to the CTI, to the personnel answering the seats, and finally to the maintenance of the relationship between the enterprise and the customer through the CRM system. It can let the managers master the running state of the system, realize the supplement to the personnel, modify the system circuit, and provide the corresponding decision data for the enterprise. Call center is developing from traditional analog signal to IP, and Cisco platform is based on IP. We realize the design and function of report form through Cisco platform to help customers optimize management. Provide customized report service. Through data analysis, data mining, form corresponding reports, help call center managers to make decisions and judgments. Help the sustainable development of the enterprise. In this paper, the main function modules of call center decision support system are discussed, and the structure of information system for the purpose of data analysis is described in detail. The main tasks include:. Firstly, this paper analyzes the new characteristics of daily data of call center, and on this basis, analyzes the IVR process and the maintenance business process of customer service personnel, and expounds the main function modules of call center decision support information system. Secondly, a call detail data analysis model is designed by using data mining technology, and an example is provided to support call center manager to assist call center business decision. Finally, the scalable call center report information system is implemented, including the daily report module, the expert question base module and the CRM module CTI module. Based on the discussion of the management features of call center business information system, a more complete call center decision support system is constructed. It is of great significance to improve the core competitiveness of enterprises.
【学位授予单位】：复旦大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

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